The main problem being that the Service Desk is a function & not a process. Also, why would you want to put your Service Desk / Customer service staff in a file directory? Surely sat at a desk with a phone & a pc would provide a higher effectiveness & efficiency.

Has anyone derived a file directory structure for Service Desk / Customer service staff ? If so is this based around the ITIL processes ?

Dave,

Welcome newcomer!

Do not despair. We always answer questions like that if we are not sure what they mean (or if we are not sure that the questioner knows what they mean).

If you could sharpen up the question, you will get a different answer.

For example:

why do you want a uniform directory structure?
do you mean common areas or for each individual?
do you mean for the entire PC/server or for a portion with specific objectives?
what will be held within the structure and how will it be used?
are you looking more for efficiency or for conformity?
is the information frequently accessed or rarely?

My own personal view, oft repeated, is that it can do more harm than good to borrow this kind of template, because it is unlikely that your circumstances are sufficiently matched to be otherwise._________________"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718